Fine Line will compare your SLAs and performance to what we have seen other organizations have done in the market.

Sample Summary Readout

Easy to understand dashboard view that prioritizes efforts. There are significant analytics and detailed information supporting each data point.

Deliverable:

Fine Line will analyze 25-30 of your SLAs. We will compile a 25-35 page report with detailed metrics on where you stand with actionable tasks to bring your environment up to standard, along with business-case justification.

Once data has been gathered and validated, we compare it to over 1000 SLA data points. We apply filters based on your industry, size, scope, and other factors. Next, we validate the data and our assumptions to make sure the readout information is within an expected range.

The readout is a 3-hour PowerPoint format presentation with the larger client team; and a 1-hour one-on-one with the client's senior leadership team for our recommendations.

Fine Line SLA Benchmark

There are two primary components to a Client's service management:

1. Methodology. The contractual 'levers' available to the Client. Includes items such as Continuous Improvement, ability to add SLAs over time, etc.

Fine Line SLA Benchmark: Methodology

2. Metrics. The actual metrics themselves. Are the right items being measured? Are the thresholds properly set? is there adequate incentive applied to each?

Fine Line will review your current service management framework and compare to best-practices in the market. It's a relatively short engagement (about 3-weeks) that returns an executive briefing with clearly identified and actionable recommendations to close identified gaps.